CRM++ Email Workbench now leverages the extensibility of Oracle® Fusion CRM framework for delivering effective customer service in addition to its existing integration capability with Oracle® CRM On Demand

CRM++ Email Workbench provides a comprehensive solution to manage, capture, collate, respond and distribute important customer email activity all within the CRM system. Every update, development and opportunity is immediately shared with appropriate team members, without having to manually update or append any new information. One of the key features of the new CRM++ Email Workbench is the ability to link prospect and customers emails with your CRM data so you have better information about your interactions with customers. The seamless automation of service requests and one-stop email communication aids better visibility and accessibility to all customer information and emails within the system.

Customer experience is a set of perception, a customer has with a company throughout the buying and owning interactions. Positive Customer Experience (CX)s enable businesses to attract more, retain more, sell more, sell for more, and do more.

CRMIT Solutions, an Oracle® Platinum Partner with specialization in CRM On Demand & Fusion CRM announced this new release as a part of its continued efforts to add service management features to Oracle® Fusion CRM. The Service Management solution includes the CRM++ Self Service Portal, Computer Telephony Integration and the Email Workbench that compliment and bridge in as service side features for Oracle® Fusion CRM.

CRM++ Email Workbench provides customer centric organizations to link prospect and customers emails with the CRM data for a 360° view of customer interactions. The Email Workbench also eliminates the switching between email programs and CRM modules, which always has been a challenge.

While CX isn’t just about technology, enabling great Customer Experience (CX)s at scale does require a wide range of software solutions and Oracle® is one of the only Customer Experience (CX) vendor that can claim it has every capability mentioned within a comprehensive Customer Experience (CX) portfolio offering, including Oracle® CRM On Demand and Oracle® Fusion CRM. The CRM++ Email Workbench 2.0 integration support for these offerings showcases our focus and commitment to extend the Customer Experience (CX) expertise to our existing and potential customers

CRMIT is meeting the Customer Experience (CX) challenge continuously, by offering to our customers the knowledge, resources, and tools to identify their unique Customer Experience (CX) challenges and by helping to develop strategies to address those pain points. The CRM++ suite of products which include Self Service Portal, Computer Telephony Integration,Email WorkBench and Social CRM++ are some of initiatives in this area

When one thinks about high-performance indicators within business verticals, two factors that always stand out are customer satisfaction and experience. Effectively answering all emails including service requests, complaints, grievances, appreciations and even requests for more business is critical to have a satisfied customer base. Likewise, promoting collaboration among CRM users and making it easy for them to work together with CRM On Demand via android phones is equally significant.

CRMIT, an Oracle ISV and one of the leading CRM On-Demand System Integrators in APAC, has
developed mCRM for Android, Social CRM++ and Email Workbench. These applications facilitate
customer relationship management and data in a well organized and process centric way.

mCRM for Android
mCRM for Android is an application offered by CRMIT that allows users to manage their Oracle CRM
On-Demand data at their fingertips. It not only provides an easy access to key customer information,
but it also allows viewing and editing the information, as per requirement.

It can be downloaded and installed from the android market and one can directly login with their
CRMOD username and password. And, if you choose to bring mCRM for Android into play, you get
real time access to customer information. Moreover, checking currently viewed data and task
appointments becomes a pushover.

Social CRM++
Social CRM++ has evolved as a back-end system for managing customer relationships and data in a
very efficient and process-centric manner. Social CRM++ for customer service has the potential to
bring new and dynamic methods for improving customer service, and in doing so, it is creating
opportunities for new and existing providers.

This cloud ready On-Demand solution connects CRM users seamlessly and improves collaboration
between them without loss of confidential information. Without logging into external systems or
signing up, one can draw on social CRM++ and can post text files and links to other CRMOD users of
the organization. It not only increases interaction between users, but is also easily available in
multiple deployment models.Email Workbench
CRMIT’s Email Workbench solution is a Web based plug-in that solves the great puzzle of CRM –
Email Co-existence. This SaaS based component allows Service Organizations to work in a single
window and also helps to send, receive and process E-mails from customers in a centralized way. So,
with Email Workbench one is always assured of improved issue tracking and quicker response times,
irrespective of which individual is working on a particular problem.

When a customer sends an email, a service request is created and service representatives can directly
reply from CRMOD, without using an external mail client. One can reply again for creating an open
activity. With this efficient plug-in, emails are automatically converted to service requests, response
time is quick and tracking of issues becomes better.

When we think about high-performance indicators within business verticals, two factors stand out: customer satisfaction and experience. Importance of efficiently answering Emails (which may actually be service requests, complaints, grievances, appreciations, request for more business and so on) coming from customers cannot be overstated. This forms an interesting divide: Emails Vs CRM Records!

As of now, Email Messages sent to customers and responses received from them are updated manually in CRM System by the corresponding Owners (Sales Executives, Service Reps etc.,), Means, unnecessary human intervention and possible errors. What if a new service issues from customers is not converted to a service request? No one will start working on it immediately and there is a possibility of missing the SLA and penalties attached to it.

In addition to this, quick response time and a direct impact on the end user satisfaction being critical factors, manual conversion led to a redundant delay in response time.

Developed by CRMIT, an Oracle Gold Partner specialized in CRM On Demand, CRM++ Email Workbench is a Web based plug-in designed to solve the puzzle of CRM : Email Co-existence. CRM++ Email Workbench allows Sales and Service Organizations to work in a single window: the CRM system. Employees needn’t switch between CRM and Email Windows anymore, all incoming and outgoing Emails are handled by Email Workbench in the background!

As the CRM system knows about all this communication, this leads to better tracking of issues and quicker response times, irrespective of which individual is working on a particular problem.

CRM++ Email Workbench automatically tracks all e-mails (including attachments) and converts them to Service Requests / Leads / Opportunities / Other in your Oracle CRM On Demand system. From that point, CRM users can respond to these mails, without ever leaving their CRM screen. This will ultimately result in faster response times, improved customer service and satisfaction.

Great News! We just got the confirmation that CRMIT has won the opportunity to manage Email Service channels for a large global company, specializing in Visual Technologies. We will be deploying our CRM++ Email Workbench solution to this customer, and customizing it to their needs.

CRM++ Email Workbench (“EWB” in short) is one of the most successful products in our CRM++ suite. You can use the below link to know more about this product, watch a video and request for a demonstration / free trial :

How do large and small networks handle the influx of “Contact Us” messages? Are there volunteers that screen and answer complaints and questions? Or is there an online “call” center that handles such traffic? Is this outsourced? And what’s the best strategy for a small network to adopt, can it be handled on a shoestring budget?

When we think about this, it is not specific to Social Networks, or any kinds of companies, and applies to everyone, only the number of “Contact us” emails may differ from website to website. Hence, I took it as a generic CRM Service Management / Email Response / Social Media / Brand Building Problem and wrote an answer like this:

This differs for each social network (or for that matter each company / website). I have read that amazon.com handled (or handles) this in a really rapid manner (Have a team of individuals answering 10+ Emails in a minute!), I still wonder how they can get some good answer in 6 seconds or so!

Trick may be, using a large template database, Because the questions being asked are very repetitive and you can form categories easily. As long as you can judge which one this current question falls under quickly, all you need to do is copy paste. As your support staff become more and more experienced, this can be done in 6 seconds are less!

To answer your specific question, if you want to provide a machine like support, a shoe string budget operation may work. If you want to provide personalized attention, need a larger and more commited team, whether that makes business sense or not is a different story altogether 🙂

On a related note, CRM systems handle this “Contact Us” Problem in multiple ways, to suit multiple channels (Emails, Web Form, Chat, Phone (Audio Call), Social Networks etc.,). We have deployed end to end solutions to handle these, and automatically convert them to CRM Records (Leads or Service Requests or any other object), so that they can be handled effectively.

My take on this will be, automate as much as possible, Handle the rest by manual team members to provide the best possible experience. Good luck!